Review Customer Service Performance on Social Channels with the Social Case Analytics
App
Give managers a fast way to analyze customer service data. Explore how agents use
social channels to deliver customer service. Monitor the number of posts to social channels and
agents’ response times. The Social Case Analytics template guides you through creating the
app.
Required Editions
| Available with CRM Analytics, which is available for an extra cost in
Enterprise, Performance, and Unlimited Editions. Also
available in Developer Edition. Requires a CRM Analytics license.
|
| User Permissions
Needed |
| To create and manage the Social Case Analytics app: |
Manage CRM Analytics Templated Apps |
| To use the Social Case Analytics app: |
Use CRM Analytics Templated Apps |
Before you create an app, make sure that:
- Your org uses case record types and includes at least one social post linked to a case.
- The Analytics Integration User has the appropriate Salesforce field-level security to view the fields that
you want to analyze.
-
From the Analytics tab or Analytics Studio, click Create and
then select App.
-
Select the Social Case Analytics template to open the guided flow.
The guided flow checks that your org meets the minimum requirements.
-
If your org meets the minimum requirements, click Looks good,
next.
If the requirements aren’t met, check the feedback.
-
Name and save your app.
